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SLA Scenario Suite (Marketplace)

Added an SLA scenario suite to the Scenario Marketplace to help track response-time SLAs using a simple per-chat data store record and a default sla label.

Added​

  • SLA scenario group (tag: sla) — a dedicated section in the Scenario Marketplace.
  • (SLA) Set Item On Incoming Message — starts SLA tracking on incoming customer messages (stores timestamp + chat id).
  • (SLA) Set Item On Set to pending — starts SLA tracking when a chat becomes pending.
  • (SLA) Set SLA Label For all Records — cron-driven enforcement that applies the sla label when the configured threshold is exceeded (default example: 20 minutes, configurable per customer).
  • (SLA) Remove Item On Resolve Chat — clears tracking + removes the sla label when a chat is resolved.
  • (SLA) Remove Item On outgoing Message — clears tracking + removes the sla label when an agent replies.